Skills Management Having the right people with the right skills at the right places in your organization is critical for success. Unfortunately, many businesses don’t have a unified view of existing skills and don’t understand their skills gaps. Information is scattered across multiple systems, there’s no standard way of categorizing skills and proficiency levels, and employee turnover makes it difficult to keep information up-to-date. With Skills Management, a core capability of the Now Platform, your organization can create an accurate, up-to- date view of skills and identify skills gaps. It provides a standardized, extensible skill taxonomy, including skill types and proficiency levels, allowing you to capture accurate, consistent skills data for each employee. You can also easily identify skills gaps using an out-of-the-box skills dashboard, so your business can make informed coaching, training, and hiring decisions. Skills management also provides tools to automatically determine the skills needed for specific tasks, using configurable rules to identify needed skills based on information in the work item. For example, if an incident originates from France, it can automatically identify French as a required skill. And when used in conjunction with Automated Work Assignment, you can assign work to individual employees based on matching skill types and levels, and the size of their skill gap. This increases efficiency, leads to better outcomes, and increases end-user satisfaction—without having to spend immense amounts of time manually assigning work. © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 16